Customer Experience Officer
| Posting date: | 02 March 2026 |
|---|---|
| Salary: | £27,800 per year |
| Hours: | Full time |
| Closing date: | 01 April 2026 |
| Location: | Yorkshire, UK |
| Remote working: | On-site only |
| Company: | Lotus Home Care |
| Job type: | Permanent |
| Job reference: |
Summary
The Quality Customer Experience Officer makes sure that customers receive high-quality, safe, and consistent care. This includes checking how care is delivered, collecting and acting on feedback, and supporting improvements across the service. The role also involves managing PPE (Personal Protective Equipment) ordering and stock, working with the Operations Director on budgets related to PPE and customer experience improvements.
Main Duties and Responsibilities:
Customer Experience:
● Talk to customers regularly to check they’re happy with the care they receive.
● Record any compliments or concerns and report them to the Registered Manager.
● Help resolve problems quickly and professionally.
Quality Checks:
● Use systems like Care Planner and PASS to check that care visits happen as planned and are recorded properly.
● Highlight any issues or risks to care quality and work with managers to resolve them.
● Keep accurate records of all checks and follow-up actions.
Feedback and Reviews:
● Monitor online reviews (e.g. Homecare.co.uk) and respond to them professionally.
● Look for trends in compliments or complaints to help improve services.
● Keep a log of all customer feedback and actions taken.
PPE (Personal Protective Equipment): Uniforms / Stationery
● Keep an eye on PPE stock levels across all locations.
● Order PPE on time to make sure staff always have what they need.
● Make sure PPE is stored, tracked, and used in line with safety and infection control policies.
● Order Uniforms each quarter ensuring accurate stock levels are kept up to date.
●Order Stationery every quarter when needed this will be ordered through the Director.
Budget Responsibility:
● Act as a budget holder for PPE and customer experience-related resources.
● Work closely with the Operations Director to manage spending and make sure purchases stay within agreed budgets.
● Help identify cost-effective solutions that support high-quality care and customer satisfaction.
Reporting:
● Prepare monthly and quarterly reports on customer experience, quality checks, PPE use, and budgets.
● Share reports with the Head of Compliance, Registered Managers, and Operations Director.
● Recommend actions to improve quality, safety, and customer satisfaction.
● Compile Continuity Rota checks weekly on a Thursday and send to Regional Managers and
compliance team.
Teamwork and Support:
● Work alongside care teams, compliance staff, branch managers, and senior leadership.
● Support training or mentoring of staff on how to deliver a great customer experience.
● Attend team meetings and contribute ideas for service improvement.
Skills and Qualities:
● Strong communication and people skills.
● Friendly, professional, and confident when speaking with customers and staff.
●Good attention to detail, especially when reviewing records or budgets.
●Comfortable using Microsoft Excel and care systems like Care Planner and PASS.
●Organised and able to manage different tasks at once.
●Good understanding of care quality, safety, and customer service.
Experience and Qualifications:
● Experience in a care quality, customer service, or compliance role (preferably in health or social care).
● Experience managing stock or ordering supplies, including working to a budget.
●NVQ Level 3 in Health & Social Care, Business Administration, or similar (preferred).
●Knowledge of PPE use and infection control guidelines.
● Experience working with senior managers, such as an Operations Director, is a bonus.
Main Duties and Responsibilities:
Customer Experience:
● Talk to customers regularly to check they’re happy with the care they receive.
● Record any compliments or concerns and report them to the Registered Manager.
● Help resolve problems quickly and professionally.
Quality Checks:
● Use systems like Care Planner and PASS to check that care visits happen as planned and are recorded properly.
● Highlight any issues or risks to care quality and work with managers to resolve them.
● Keep accurate records of all checks and follow-up actions.
Feedback and Reviews:
● Monitor online reviews (e.g. Homecare.co.uk) and respond to them professionally.
● Look for trends in compliments or complaints to help improve services.
● Keep a log of all customer feedback and actions taken.
PPE (Personal Protective Equipment): Uniforms / Stationery
● Keep an eye on PPE stock levels across all locations.
● Order PPE on time to make sure staff always have what they need.
● Make sure PPE is stored, tracked, and used in line with safety and infection control policies.
● Order Uniforms each quarter ensuring accurate stock levels are kept up to date.
●Order Stationery every quarter when needed this will be ordered through the Director.
Budget Responsibility:
● Act as a budget holder for PPE and customer experience-related resources.
● Work closely with the Operations Director to manage spending and make sure purchases stay within agreed budgets.
● Help identify cost-effective solutions that support high-quality care and customer satisfaction.
Reporting:
● Prepare monthly and quarterly reports on customer experience, quality checks, PPE use, and budgets.
● Share reports with the Head of Compliance, Registered Managers, and Operations Director.
● Recommend actions to improve quality, safety, and customer satisfaction.
● Compile Continuity Rota checks weekly on a Thursday and send to Regional Managers and
compliance team.
Teamwork and Support:
● Work alongside care teams, compliance staff, branch managers, and senior leadership.
● Support training or mentoring of staff on how to deliver a great customer experience.
● Attend team meetings and contribute ideas for service improvement.
Skills and Qualities:
● Strong communication and people skills.
● Friendly, professional, and confident when speaking with customers and staff.
●Good attention to detail, especially when reviewing records or budgets.
●Comfortable using Microsoft Excel and care systems like Care Planner and PASS.
●Organised and able to manage different tasks at once.
●Good understanding of care quality, safety, and customer service.
Experience and Qualifications:
● Experience in a care quality, customer service, or compliance role (preferably in health or social care).
● Experience managing stock or ordering supplies, including working to a budget.
●NVQ Level 3 in Health & Social Care, Business Administration, or similar (preferred).
●Knowledge of PPE use and infection control guidelines.
● Experience working with senior managers, such as an Operations Director, is a bonus.
Proud member of the Disability Confident employer scheme
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A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.